比技能、赛服务、展风采

二、组织机构

主办单位：咸宁职业技术学院外语系

协办单位：咸宁职业技术学院院团委

赞助单位：中国电信咸宁分公司

主 任： 程丽群

副主任： 余永欢

成 员：代东东、王纪玉、赵 盛、郝媛媛、霍 瑞、朱 芳

特邀嘉宾：

三、比赛内容及形式

（一）大赛分为初赛、决赛两个阶段。初赛比赛项目、内容和形式参照决赛确定。

（二）决赛分中文（普通话）和英语两个语种组进行。两个语种组参赛选手的知识问答题库内容相同，风采展示和导游讲解可以自选主题，整个比赛过程要求使用所选比赛语种。

（三）决赛环节：

1、导游词和沿途讲解（5分钟）。此环节主要展是展示参赛者的导游词讲解的功底。

2、导游业务知识提问（2分钟）。此环节将针对导游词中景点提出导游业务方面的问题。

3、才艺展示（3分钟）。此环节中才艺的种类及形式不限（如变魔术，跳舞，唱歌，做小游戏等）。

四、评分细则：

满分100分，名次由分数从高至低一次排名。4分钟时会评委会举出时间指示牌，低于4分钟半或高于5分钟半会扣除总分数5分。其中个人才艺展示环节满分为20分；具体导游词讲解60分和提问环节20分，具体打分情况依据《导游服务规范》的设置为标准.

五、奖项设置：

1、一等奖2名（中外文各1名）；

2、二等奖3名（中2+外1）；

3、三等奖3名（中2+外1）；

六、时间、地点安排

第一阶段：宣传（2012年12月—2013年1月）院内各宣传栏处

第二阶段：选拔赛（2013年2月）金玉楼701

第三阶段：决赛：2013年3月 教一（101）

联系人：郝媛媛 18671529853

霍瑞 18971821511

咸宁职业技术学院外语系

2012-1-8

附：英语导游证考试_面试_应变技巧

特殊问题回答技巧

1What should the tour guides do when they discovered that an old man is missing while the group is sightseeing in a tourist resort?

(1) In this case ,the tour guides should first try to find out when and where he was missing and then the national guides and the tour escort should look for him separately ,while the rest of the group should follow the local guide to proceed with the your .

(2) If they failed to find him, they should apply to the nearby police station and to his management of the tourist resort for help.

(3) In the meantime, they should call up the hotel to find out if the man has been back there.

(4) If not, they should phone to report the case to the local travel service and….

(5) (They) should be prepared to deal with possible problems arising from the event.

(6) Finally, they should write out a report on the event.

2. What should the tour guides do if someone in the group is suspected of suffering from an infectious disease?

(1) In this case, the tour guide must first try to find out the details of the patient’s condition.

(2) And then, he should report the case to the local travel service and then to the quarantine and epidemic prevention departments.

(3) If they consider it necessary to do epidemiological examination, the tour guide should talk over the matter with the tour leader and persuade the patient to have his health checked and his blood serum tested.

(4) If the patient is proved to be infected with contagious disease, he must be isolated for treatment or other measures will be taken according to the requirements of the departments concerned.

(5) If the patient is a foreigner, he would be required to leave the country ahead of schedule. In this case, the tour guides must help him with the exit formalities.

(6) After the event, the tour guide should submit a written report to departments concerned, stating clear the details of the case and measures taken.

3. What should the tour guides do in case a tourist in the group suddenly had a heart attack?

(1) If the tourist is surely suffering from heart attack, the tour guide should immediately help him lie down on his head cushioned to rise a bit, and ask his family member to feed him with first-aid medicine he has brought with him so that his condition may improve.

(2) Then, the tour guide should call an ambulance to help or take the patient to the nearby hospital for treatment.

(3) In the meantime, he should ask the local travel service to send someone to help.

(4) When rescue rearmament is in process, the local guide should ask the patient’s family member to stay in the hospital.

(5) While the patient is staying in the hospital ,the local guide should often come to visit .It the patient is a member of a foreign group ,he should help him with such things as separating his visa from the group’s collective visa, going through the formalities for leaving the hospital after his recovery and booking his home-bound transport ticket etc.

(6) Also, he must make good arrangements for sightseeing for the rest of the group.

4. What must the tour guide do if, by any chance, the tourists were robbed when they were on their own?

In this case, the tour guide must do the following things:

(1) To dial 110 immediately to report the case to the police, stating clear the facts of the case, including when, where and how the robbery was, the features and appearance of the robbers, the names of the tourists and the tourists group, and the distinctive marks of the robbed articles.

(2) To report the case to the local travel service for directions.

(3) To pacify the tourists to proceed with the tour

(4) To write out a report ,stating clear the nature of the case ,emergency measures taken and the opinions and demands of the victims

(5) To assist departments concerned to deal with problems arising from the event

5. What precautions should the tour guide take when the group has just checked in at the hotel in order that, in case of fire, the tourists may quickly escape with their life?

In order that, in case of fire, the tourists may quickly escape danger,

(1) The tour guide must try and get to know beforehand the route of fire escape and locations of the fire exit and emergency staircase

(2) He should bear in mind the fire emergency telephone number (119) and keep ready at hand the room member of the tour escort and all other tourists of the group.

6. Supposing the hotel suddenly caught fire and the fire scene is 2 stories below the floor where a tourist group is staying .In these circumstances, how should the tour guide of the group direct the tourists to save themselves?

At this critical moment, the tour guide must keep calm to make a sober judgment of the situation .The basic point of first importance is that, in case of fire, people must not try to escape by taking the elector and in no case should they leap down from height up the building.

(1) If people caught fire on their clothes, they can roll on the floor or slap their bodies with heavy clothing to put out the fire.

(2) When people must pass through dense smoke areas, they must wrap their bodies and cover their mouths and noses with wet clothes and creep forward along the walls.

(3) If the room door is blocked by fire and people can not run away, they must stop up the chinks of the door with soaked clothes or bedding and splash water to lower the temperature.

(4) At the same time ,they must wave colorful clothes out of the window to call for help

7 .What should the tours guide do if, by any chance, the tourists are poisoned by foot?

In case the tourists suffer food-poisoning…

(1) Tour guide should tell the tourists to drink plenty of water and try to make them vomit so as to eliminate the toxins from their intestines.

(2) Must take them immediately to the hospital for emergency treatment and ask the doctor for a medical certificate.

(3) He meantime, he should report the case to the local travel service to fix responsibility on the restaurant.

8 .The tourists of a group requested some time before meal that the Western-food meal reserved for them should be changed to a Chinese-food meal .What should the local guide do in answer to their request?

(1)If their request (for substitution of Chinese food for Western food) was made 3 hours before the meal, the local guide should approach the restaurant and try to meet their requirement as far as possible.

(2)If they asked for the change just before the meal, the local guide usually could refuse but must tell them why it could not be changed.

(3)If they still insisted in making the change, the local guide could suggest that they order the meal themselves at their own expense.

4) Their request for additional dishes and beverage (in excess of the set price) could be granted provided they agreed to cover the extra charge.

9.The local guide of a group just go to know ,when he was going through the check-in formalities in the hotel ,that some of the double rooms they reserved for the group had been replaced by triple rooms .How would you solve this problem if you were the local guide of the group ?

(1)Lodging the tourists in triple room’s falls short of the requirements provided inn the tour contract, so, if I were the local guide of the group, I must undertake the responsibility of changing those back to double rooms.

(2)First, I would take up the matter with the hotel management and request that they should try their best to space enough double rooms for the group .If they were not able to help, I would try other hotels nearby.

(3)If all my efforts resulted in failure, I must make an apology too the tourists to seek their understanding, and promise them a suitable payment to make up the difference between the double and triple rooms so as to persuade them to make do with the triple rooms

(4)For further compensation and apology, I could order a better meal for them or give them some souvenirs, and I should take care of them more attentively so that they would find satisfaction in being cordially treated

10.A foreign tourist requested that the tour guide should buy something for him and have it shipped to his country .What is the proper way for the tour guide to deal with his request?

In dealing with this kind of request form the tourists…

(1) The tour guide should first try to find an excuse to refuse tactfully.

(2) If it is hard to refuse at the insistent requests of the tourist, he should report the matter to his superior and ask for instructions.

(3) Then, he must get enough money from the tourist for purchase and shipping .When shipping is made, he should mail the original copies of the consignment bill and the receipt of purchase to the tourist while keeping the duplicates for future.

11. What can the tour guide do to prevent the tourists getting sick?

To ensure that the tourists will not get sick, the following precautions are necessary:

(1) When planning the sightseeing program for the group, the age and physical constitutions of the majority of the group members must be taken into account and margins of time must be left for relaxation as well as for sightseeing.

(2) Sometimes, the tour guide’s advice against drinking the unboiled tab water in the hotel rooms and buying food from street peddlers is necessary.

(3) In changeable weather, the tour guide should often announce weather forecasts for the next day so that the tourists may choose to dress themselves accordingly or bring an umbrella with them in a rainy day .AT dry season; drinking more water and eating more fruit are also advisable.

12. A tourists group scheduled to arrive this morning is reposted to be delayed till tomorrow before dinner and so the time of its stay in the local city will be short ended by one and a half days .What should the local guide do to cope with the change?

(1)In this case, the local guide must, first of all, notify people concerned to cancel earlier arrangements off meals and hotel accommodations for today and …

(2)Reconfirm the reservations of meals and hotel accommodations for tomorrow and the transport tickets for the next destination.

(3)The sightseeing program for the group must also be altered accord kingly .While the tourist resort of less importance can be skipped over ,those of major importance must be retained.

(4)If time is too short, priority must be given to the tourist resorts that are typical of the local features.

13、Sometimes a travel service would have no alternative but put a tourist group on an extra flight to leave ahead of schedule because there is a shortage of space on the regular flight .Under these circumstances, how can the local guide manage to get understandings from the tourists?

(1) In these circumstances, the local guide should first talk over the matter with the national guide and tour escort and try to get cooperation and support from them.

(2) In the meantime, he should find out the persons of great influence in the group and try to talk them into consent.

(3) Then, he should honestly announce the real situation to the tourists and sincerely apologize for the change so as ask for their forgiveness and understandings.

(4) For further apologies, a substantial compensation could be made if necessary.

(5) Besides, the local guide must make full use of fulfilling the scheduled sightseeing program.

14、As the road to the tourist resort is impassable, a tourist group has to cancel its one-day tour to the place and this has made the tourists feel quite unhappy. How can the local guide solve this problem?

(1)The local guide must arrange anther activity as a substitute.

(2)He should try his best to arouse people’s interest in the new arrangement with his eloquent and interesting speech.

(3)He should ask the national guide to report the matter to the tour organizer travel service for a final decision.

15、Supporting that ,when you get to the train station ,the tourists group you are meet has been waiting there for a long time ;the tourists are very unhappy about waiting and the tour escort also blame you for being late .What would you do in this case if you were the local guide of the group?

(1)In this case, I must make an apology to the tour escort, the national guide and all the tourists for my coming late.

(2)I must tell them the true reason why I was delayed and assure them of my sincerity to do a good job for the group.

(3)To make amends for my error, I should make full use off the time to fulfill the sightseeing program so as to get understandings from the tourists.

(4)And, if necessary, I should give them a substantial compensation.

16 Atourist in the group told you that he didn’t want to share a room with others and asked for a separate room for his own. How would you solve the problem?

l In this case I must first try to find out why the tourist made the request. If the reason is that the two-room mate were not getting a good well with each other, I would ask the tour escort to mediate between them or try to help them ask the escort to opinions or in habits and customs, I would ask the tour escort to mediate between them or try to help them exchange rooms with somebody else in the group.

l If the tour escort failed to settle the problem, I can ask for an extra single room from the hotel provides it’s available. But, I must make it clean to that tourist beforehand that he should pay for it because the general rule is that person who asks for should pay.

17What must the tour guide do in case the group has failed to catch the flight?

In case the group has flight, the tour guide must do the following:

lHe must report the matter immediately to the leaders of his travel service to ask for help.

lHe must consult the airline and try to arrange another flight for the group to leave tat an earliest possible time.

lHe must have the meals, hotel accommodations and sightseeing well arranged for the tourist while they are detained so as relieve them from anxiety.

lThen, he must inform the travel service in the next destination city so that they may alter tour program for the group accordingly.

lAnd, of cause, he must write out a report to find out the cause of the event and to ascertain where responsibility lies so that the wrong –doer should answer for the losses incurred.

18What should the local guide do if a Chinese American (an American citizen of Chinese origin) lost his passport while the group is sightseeing inGuangzhou?

In this case, the local guide must help him apply him for a new American passport and a new visa toChina. The expense incurred from this must be borne by the person concerned.

lTo help him apply for a new American the local guide must first get a certification of loss from the local travel service and ask the tourist to get his photo ready for use.

lWith the certificate of loss from the Guangzhou Public Security Bureau and ask the case to the for an official of loss

lWith the certificate of loss from the Guangzhou Public Security Bureau, the tourist should go to America Consulate inGuangzhouto apply for a new American passport.

19. What should the tour guide do if an American Chinese lost his passport while the group is sightseeing inGuangzhou?

In this case, the local guide must help him apply for a new Chinese passport and a new visa to theUnited States.

l To apply for a new Chinese passport, the tourist must first get his photos ready for use.

l And the local guide must get a certificate of loss from his travel service.

l With the certificate of loss form the travel service, the tourist must go personally to the Publish Security Bureau of Guangzhou Province to report the loss and apply for a new Chinese passport.

l Then, with the new passport, the tourist should apply to the American Consulate inGuangzhoufor an entry visa to theUS.

20. A native Chinese in a tourist group lost his identity card and the group is going to travel by plane. What should the tour guide do to deal with the case?

l The tour guide should first ask the local service to write out a letter of certification to prove the loss.

l With the letter of written by the local travel service, the tourist must personal report to will be settled after the tour according to the stipulations of the tour contract. the local publish

l The local public security bureau will verify the case and issue a certificate to prove his identity.

l If he failed to get the certificate from the public security bureau , the tour guide should arrange for him to travel fares should be paid by the said tourist and final accounts

21 When a foreign tourist group arrived in the airport inChina, a tourist in the group discovered that his luggage was missing. What should the local guide do to help him?

l In case, the local guide should take the tourist to the Lost Luggage Registration Office of the airport to report and register the loss.

l While the grope is vesting the local city, the local guide should often call the airport to inquire about the result of their search for the luggage.

l When the luggage is not found for the moment, the local guide should help the tourist to buy the daily necessities.

l If eventually they give it up for lost, the local guide should help the tourist to claim compensation from the airline.

22. What should the tour guide do if the tourists are greatly discontented with the meals they have been served during their stay in a city?

l The tour guide should earnestly listen to and write down the opinion and complaints of the tourists.

l And report the matter to the local travel service and the hotel or restaurants so that they would make important or take possible remedial to apologize to the tourist.

l Also, he should make a study of people’s like and dislike.

23. What should the national guide do to take care of the tourists who are liable to carsickness, airsickness or seasickness?

l To take good care of the tourists who are l, iable to carsickness, airsickness or seasickness, the national guide should warm them not to eat too much before traveling. He should remind them to take a right dose before carsickness preventive, but must warm them of the contradictions of the drug because much carsickness is harmful to health.

l When assigning seats on the bus or plane, that less shaky position should be reserved for them.

l When the group is traveling long distance by plane or train, the national guide should ask the attendant to help look after them.

24. What should the tour guide do if a tourist in the group fainted away for heatstroke?

l If a tourist in the group fainted away for heatstroke, the tour guide should help him lie down on his back at a cool and shady place and unbutton his collar and loosen his waist-belt.

l Then he should feed him some salted drinks and heatstroke preventive if they are available

l When the painter condition is still serious, he can just let him sit or lie down to rest for a while.

l But if his condition is very serious, he must be taken to the hospital.

25. What should the tour guide advise the tourists to do in order that they would be safe from harm or attack while they are staying in the hotel?

To ensure that the tourists are safe from harm or attack wile they are in the hotel, the tour guide should advise the tourists.

l That they must lodge their valuables in the safes of hotel instead of carrying them in their person or just leaving them about in the hotel room.

l And that they should always leaves their doors fastened when doing in and out of their rooms and must not allow strangers or people who claim to be hotel workers to come into their rooms, especially at night.

l In addition, the tour guide should advise the tourists against changing their money with private money-changers so that they should not be fooled and cheated by evil people.

26. A local guide follows the original schedule and got to the airport in time to meet the group. However, when the plane came in, the grope didn’t turn up. What should he do now?

l He should immediately try to get in touch with people in his office to find out the reason.

l If the grope is delayed for only a short time, he should keep on waiting in the airport.

l If it is delayed for a long time, he must work out a new sightseeing program for the group according to the arrangement of the departments concerned.

27 Alocal guide had taken over a group at the air port but，when they arrived at the hotel，he discovered that he had taken a wrong group。What should he do to solve the problem？

l He should first seek the cause of the mistakes and。。。

l Try to find out where his group is and if it was taken away by mistakes so that he may get in touch with it without delay。

l If his grope was taken by one of his colleagues and they all act as a local guide，they don’t need to change。

l Then he should honey explain whole things to the tourist and sincerely apologize for the mistakes。

28. When a group had finished its scheduled itinerary and was going to leave China, several tourists in the group requested that they would stay behind to proceed with the tour. What should the national guide do to help them?

l The national guide should ask the tour organizer travel service for instruction and give them necessary assistance. He should get a letter of certification from the local travel service, have their passport and the collective visa of the grope ready and then to the local public security.

l If the tourist need continue guide service and other service，the National guide should help them concluded a new contract with the travel service。

29. Supposing the tour bus of a group was turned over and three people were seriously injured and several were slightly wounded. What would you do in this case if you were the tour guide of the group?

l At this critical moment of life and death, I must lose no time in arranging first-aid treatment s for the wounded.

l I must keep the accident scene intact and call department concerned for help.

l At the same time, I should report the accident to the travel service and.

l Try to placate the tourist of the group

l Finally, I should write out a report about the accident.

30. What should the tour guide do in order to guard against traffic accidents during the tour?

In order to avoid accident, the tour guide should do as follows:

l Before setting out meet the group , the tour guide should ask the driver to check and make sure that the bus is in good condition or request the be changed if any breakdown has not been fixed.

l When driver in bad weather or on rough or heavily trafficked road ,the tour guide should warn the driver not to driver his bus and …

l When the tour guide is planning the sighting program, he must leave adequate margins of time to allow the journey.

l When occasion requires , the tour guide should advise the driver against allowing other drivers to driver his bus and …

l When the driver is at work, stop him from having alcoholic drink.

31. What must the tour guide do in order that the tourists should not be poisoned by food?

To guard against the accident of food – poisoning,

l The tour guide must reserve meals for the group in the restaurants that are designated for tourist groups and …

l Warn the tourist not to buy any food from street peddlers.

l If the food served in the restaurant is found turning bad or unclean , The tour guide must ask to change it without delay

32. What should the tour guide do if a tourist fromTaiwanreported that his Travel Permit forTaiwanCompatriot was nowhere to be found?

In this case, the tour guide should have a letter of certification writing by the local travel service to prove the loss and ask the tourist to have photo taken. With the tour letter written by the local travel service and the identity certificate and photos of the tourist, the tour guide should take him to report the local travel security bureau at the municipal leave, which will verify his identity and give him a provisional Entry and Exit Permit that is valid just on one occasion.

33、What should the national guide do if someone in the group failed to get his luggage back from the luggage conveyer belt in the airport?

(1) The national guide should take the tourist to the Lost and Found Office of the airport to register the loss. The tourist must produce his air-ticket and luggage claim and fill out a Lost Luggage Registration From.

(2) Then, the national guide should report the matter to the local travel service leadership so that they may contact the airport, the airline and the travel service in the preceding city for help.

34、What can the tour guide do if a couple of husband and his wife in the group asked to have their meal in their hotel room?

(1)In this case the tour guide can ask the tour escort to help persuade them to have their meal with the group.

(2)If they still insist in having their meal in their room, the tour guide can tell them that they can order a room service with the hotel restaurant at their own expense and that the service charge they have paid for the tour is not to be refunded.

35、What should the tour guide do if someone in the group intends to give up the sightseeing tour and they behind in the hotel for a rest because he is not feeling well?

When someone in the group is sick and is not able to join the group for sightseeing,

(1) The tour guide should let him stay behind in the hotel for a rest. He should not urge him to join the group for sightseeing.

(2) He should reserve a lunch for him in the hotel restaurant or arrange a room service for him if necessary.

(3) He should tell the tourist her way of getting in touch with the doctor in the hotel and……

(4) Ask the hotel house-keeper to help take care of him.

(5) When back from sightseeing, the tour guide should go to see him and inquire after his health so as to know concern for him.

36、What should the tour guide do if a foreign tourist in the group insists that, for a certain reason, he must stop travelling and leave China for home ahead of schedule?

(1)Usually such request of the tourist should be granted, but the unused part of the service charge include in the travel fare will not be refunded or will be partly refunded according to the stipulations of matter to people concerned in the local travel service, who will consult the domestic tour organizer travel service.

(2)With the consent of the domestic tour organizer travel service, the tour guide should help the tourist with such things as separating his visa from the group’s collective visa, booking his home-bound transport ticket and going through other formalities for leaving the group. ALL the expense incurred from these must be borne by the tourist himself.

37、While a group was sightseeing, a photograph-lover in the group said that he didn’t want to join and keep moving on with the group. How would you respond if you were the local guide of the group?

I would agree to his request if conditions permitted, say, the place was not crowed and public order was good, but meanwhile I must remind him of the side, give him a note marking clear the time and place to meet, the number of the tour bus and name and telephone number of the hotel.

38、A tourist told the guide that he wanted to exchange his purchase with the shop. Should the tour guide help him with the replacement?

The tour guide is duty-bound to help him and should accompany him to the shop for the replacement if necessary.

39、Supposing a group is travelling by train and a tourist suddenly fell seriously ill. What must the tour guide do since the train is speeding forward and is not slowed to stop at will?

In this case, the tour guide must ask the head of the train crew to help find a doctor on the train to give him first aid treatment. In the meantime, he must notify the travel service in the next destination city to get prepared to transfer the patient to the hospital as soon as the train arrives.

40、What should the tour guide do if the tourist request that they should get swimming in a nearly beach?

(1)The tour guide must try patiently to dissuade them from going, because bathing in a natural beach without any safety installations is dangerous.

(2)He can take them to a swimming-pool if they insist in going swimming.

(3)He must not accompany a small number of people to swim while ignoring the majority of the group.

(4)Even if the tourists are swimming in a swimming-pool, the tour guide should warn them of possible dangers so as to guard against accidents of drowning.

1、 某旅行团在景点游览时，发现少了一个老年游客，导游人员应如何处理？

答（1）了解情况，迅速寻找。一般是全陪、领队分头寻找，地陪带领其他游客继续游览。

（2）向当地派出所和景点管理部门求助；

（3）与饭店联系，询问该游客是否已回饭店；

（4）想旅行社报告；

（5）做好善后工作；

（6）写出事故报告；

2．某旅行社中有一游客患有传染病，导游人员应如何处理？

答：（1）详细了解客人提供的情况及弄清患者的健康情况；

（2）向旅行社领导及当地防疫、卫生检疫机关汇报；

（3）如有关部门认为应对其进行防疫检查，应经领队和患者本人同意后，送患者到当地防疫站进行血清检验和检查；

（4）如查实确患传染病，应遵照有关部门意见进行隔离或采取其他措施；

（5）如患者是国外游客，应向患者及领队说明，按我国规定患者需提前出境，并帮其办理有关手续；

（6）将详细情况及处理经过以书面形式向有关方面汇报。

3、旅行团中有一个客人心脏病发作，地陪应如何处理？

答：（1）若证实是心脏病发作，应让病人就地平躺，头略高；让其家人取备用药品让病人服用，以舒缓病情；

（2）马上叫救护车，或送病人到最近的医院；

（3）通知旅行社派人协助；

（4）医院抢救时，导游人员应要求病人亲属在场；

（5）地陪要不时去医院探望，若患者是入境团的客人，应帮助其办理分离签证、预防回国交通票证等事宜；

（6）地陪应安排好团队其它游客的活动。

4、旅游团安排自由活动时，客人遭歹徒抢劫，作为该团导游员，要做哪几项工作？

答：（1）立即报警：打电话110报案，介绍事故发生地时间、地点、经过，提供作案者的特征、受害者的姓名、团号、损失物品的名称、型号、特征等；

（2）及时向旅行社报告，请求指示；

（3）安定游客情绪；

（4写书面报告，写明案件性质，处理措施、受害者的反应及要求；

（1） 协助有关部门做好善后工作。

5、为了保证游客在火灾发生时能尽快疏散，导游人员在入住酒店式就要采取哪些防范措施？

答：（1）熟悉饭店楼层的太平门、安全出口、安全楼梯的位置及安全转移路线，并向游客介绍‘

（2）应牢记火警电话（119），掌握领队和游客所在房间的号码。

6、饭店突然发生火灾时，火场就在旅行社入住客房下面两层，导游员应如何引导客人自救？

答：千万不能让游客搭乘电梯或随意跳楼逃生，导游人员要镇定地判断火情，引导大家自救：

（1） 若身上着火，可就地打滚或用厚重衣物压灭火苗；

（2） 必须穿过浓烟时，用浸湿的衣物披裹身体，捂住口鼻，贴近地面顺墙爬行；

（3） 大火封门无法逃出时，可用浸湿的衣物、被褥堵塞门缝并泼水降温，等待救援；

（4） 摇动色彩鲜艳的衣物呼唤救援人员。

7、旅行团发生食物中毒事故时，导游人员应如何处理？

答：（1）设法为中毒者催吐并让其多喝水排解毒性；

（2）尽快将患者送往医院抢救，请医生开具诊断证明；

（3）报告地接社，追究餐厅责任。

8、旅游团的客人临时提出将原订西餐换成中餐，地陪应怎样处理？

答：（1）如游客在用餐前3小时提出换餐要求，地陪要尽量与餐厅联系，按有关规定办理；

（2）若在接近用餐时才提出换餐，则一般不予接受，但导游人员应做好解释工作；

（3）若游客坚持换餐，导游人员可建议他们自己点菜，费用自理；

（4）游客要求加菜、加饮料等，应予以满足，但费用自理。

9、地陪在为团队办理入住手续时才发现，原来预定的部分标准双人房被三人房取代。如果你是该团地陪，应如何处理？

答：（1）向客人提供的三人房，虽然床位没有减少，但实际低于旅游协议中规定的双人房标准，地接社应负责予以调换；

（2）地陪应向酒店交涉，要求换回双人房，若本酒店没有，应考虑邻近酒店；

（3）如确有困难，则应向游客说明，请求谅解，并予以差额补偿；

（4）说服客人入住，并在事后给予物资补偿（如加酒水、加菜、送纪念品）和精神补偿（提供更为优质的服务）。

10、一名外国客人委托导游员购买物品并代其托运回国。导游员应如何处理这类要求？

答：（1）一般应该婉言拒绝；

（2）推脱不了，要请示领导；

（3）认真办理受托事宜：向客人收取足够的货款和运费，购买并托运；事后将发票、托运单、托运费收据寄给客人；旅行社保存复印件，以备查验。

11、导游人员应如何预防游客患病？

答：（1）导游人员要认真分析团队情况，据多数人的年龄、身体状况周密安排行程；要注意有张有弛；

（2）提醒游客注意饮食卫生，不喝生水、不洁的水；

（3）做好天气预报：根据天气变化提醒游客增减衣服或带雨具；干燥季节要提醒游客多喝水、多吃水果等。

12、一个原定今天上午抵达的旅行团，因故改为明天晚饭前才抵达，行程缩短了一天半。在这种情况下，地陪应该怎么做？

答：（1）首先，地陪应通知有关接待单位推掉今日食宿；

（2）预定明天的食宿及交通；

（3）重新制订该团在当地的日程安排，尽量保留原定的主要游览项目；

（4）若时间太紧，应优先安排最具代表性和地方特色的旅游景点。

13、因机票紧张，旅行社不得不安排旅行团乘坐加班机提早离开本地。在这种情况下，地陪怎样做才能使客人谅解？

答：（1）先争取全陪与领队的配合，取得一致意见；

（2）做好团中有影响力的游客的工作；

（3）如实向游客说明情况，诚恳道歉以求得谅解；

（4）适当给予物质补偿；

（5）利用有限时间，安排客人参观计划内的景点。

14.因道路不通，旅行团被取消前往某地的一天行程。客人非常沮丧，地陪应怎样处理？

答：（1）要安排另一活动替代；

（2）要以精彩的介绍，新奇的内容和最佳的安排激起游客的游兴；

（3）请全陪报告组团社并作出决定。

15.当你抵达车站时，你要接的旅行团已在车站外等候多时，客人非常不高兴，领队也埋怨你漏接。作为地陪，你应如何处理？

答：（1）应及时向领队，全陪及客人赔礼道歉；

（2）实事求是地说明情况，表明自己要做好导游工作的诚意；

（3）采取弥补措施，圆满完成接待计划，取得游客的谅解；

（4）必要时，酌情给予游客一定的物质补偿。

27．一地陪按计划到机场接回一个团队，抵达饭店时才发现该团并非自己应接的团，他应当如何处理？

答：（1）找出差错的原因；

（2）了解自己团队的去向，如果是被其他旅行社的导游接走，应尽快取得联系，立即换回；

（3）若自己的团队是被本旅行社的导游接走，则地陪一般不必换回，但全陪必须调配；

（4）实事求是地向客人说明情况，诚恳道歉。

28．有几个外国游客，按团队接待计划完成在我国的旅游行程后，要求留下来继续游览。全陪应如何处置？

答：（1）在请示旅行社后，可向其提供必要的帮助：陪同他们持本人的护照、旅行社的证明和旅游团的集体签证，去当地公安局办理分离签证和延长签证手续，协助其重订交通票及住房，所需费用由游客自理；

（2）若他们需要旅行社继续为其提供导游等服务，则应另签合同。

29．旅游车不慎翻侧，造成3人重伤，多人轻伤。如果你是该团的导游人员，你会采取什么措施处理？

答：（1）立即组织抢救；

（2）保护现场，立即报案；

（3）迅速向旅行社汇报；

（4）安抚全体游客情绪；

（5）写出事故的书面报告。

30．在旅游过程中，为了预防出现交通事故，导游员应做好哪些工作？

答：（1）出团前，提醒司机检查车辆，发现隐患及时排除或换车。

（2）安排行程要留有余地，不因赶行程而催促司机超速或违章行车。

（3）在天气、交通、路况不好的情况下，行车时要哦提醒司机注意安全。

（4）禁止非本车的司机开车。

（5）提醒司机不要饮酒。

31．导游员应如何防止旅行团发生食物中毒事故？

答：（1）必须安排旅行团在定点餐厅用餐；

（2）提醒游客不要在小摊买食物‘

（3）用餐时发现食物不洁或变质是，应立即要求更换。

32.旅行团中，一位来自台湾的客人发现自己的旅行证件不见了。地陪应如何处理？

答：：由地接社出具证明，让失主携带能证明其身份的证件，资料及照片，向遗失地的市级公安局出入境签证处报失，核实后发给一次性有效的出入境通行证。

33、如果游客在机场行李输送带前找不到自己的行李，全陪应怎么做？

答：（1）带失主到失物登记处办理行李丢失和认领手续。由失主出示机票和行李票，填写丢失行李登记表。

（2）立即向旅行社领导汇报，请其安排有关部门和人员与机场、上一站旅行社、航空公司等单位联系，积极寻找。

34、旅游团中，一对夫妇要求在客房自行用餐，导游人员应怎么处理?

答：（1）导游人员要耐心的解释，并请领队劝其与团队一起用餐；

（2）如游客坚持要在客房自行用餐，导游人员可告知其直接与餐厅联系送餐，但餐费自理，而且不能退还综合服务费。

35、游客因身体不适，想单独留在饭店休息而不能随团活动时，怎么办？

答：（1）请其自便，不勉强其随团活动；

（2）通知餐厅安排午餐，必要时为其提供送餐服务；

（3）告知客人饭店医务室的联系方式；

（4）告知房间服务员注意照顾客人；

（5）游览回来后，应去询问该客人的情况，以示关心。

、

36、有一外国游客，因有事要求提前离团回国，导游员应如何处理？

答（1）导游员应马上将游客的要求向旅行社汇报，经接待社与组团社协商后，可满足其要求；至于未享受的综合费用，按旅游协议书规定可部分退还或不予退还；

（2）导游员还要协助游客重订交通票，办理分离签证及其他离团手续，所需费用由游客自理。

37、在旅行社观光游览图中，团内有摄影爱好者提出不随团行走。你是地陪，将如何妥善安排？

答：若情况许可（游人不太多，秩序不乱），可满足其要求，但要提醒游客集合的时间和地点及旅游车的车号，必要时可留一字条给游客，写明集合时间和地点、车号以及饭店名称和电话号码等。

38、有位游客在商店购买商品后要求退换，导游员应否给予帮助?

答：导游人员应积极协助，必要时陪同前往。

39、火车在运行中是不能随意停站的，如旅行团乘火车旅行时，有游客突发重病，全陪应如何处理？

答：应立即请求列车员在火车上寻找医生就地抢救，并通知下一站急救中心和旅行社准备接车抢救。

40、若游客要求导游员组织他们到附近的海滨游泳，导游员应该怎么办？

答：（1）耐心劝阻并向游客说明，不可以到没有安全措施的自然水域中去游泳。

（2）必要时可组织他们到游泳池游泳。

（3）导游员决不可置全团不顾，陪少数人去游泳；